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People Operations Program Manager – People Systems & Process Design

Waymo· People
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Mountain View, California$159k - $196kFull-timePosted 2mo ago

About the role

Program Manager focused on enabling People Systems & Process Design with ServiceNow (HRSD) to deliver self-service, knowledge management, AI-enabled initiatives, and scalable employee lifecycle workflows in a hybrid Mountain View, CA setting.

Responsibilities

  • Execute the roadmap for how the People team leverages ServiceNow to deliver a frictionless, self-service support model, including service catalog and workflow design.
  • Maintain and govern global knowledge management standards to ensure People content is highly searchable, clear, and optimized for AI-driven retrieval and self-service content is accurate and aligns with current policies.
  • Partner with the Digital Transformation team on AI-enabled initiatives such as virtual agents, NowAssist, automated case triage, and guided workflows to reduce manual ticketing and speed up resolution times.
  • Execute routine administrative configurations in ServiceNow HRSD, including updates to People case templates, assignment rules, and user criteria.
  • Design, test, and adjust lifecycle events and People service workflows to elevate the employee onboarding, transfer, and transition experiences.
  • Partnering with IT, People Operations and domain-specific Ops leads to making sure there's clear alignment in processes and programs, and translates complex policies into technical workflows, troubleshoot bugs, and project-manage system upgrades from discovery to deployment.
  • Champion the pragmatic adoption of emerging People technologies while proactively balancing security, governance risks, and user-experience friction.

Qualifications

  • 10+ years in People Operations, People Technology, or Service Management.
  • ServiceNow Expertise: Deep, hands-on experience with ServiceNow HRSD, including configuration, knowledge management, and workflow design.
  • ServiceNow certifications (like CIS-HR, CSA or CAD certifications)
  • Systems Thinking: A proven track record of mapping complex, manual human processes into automated digital workflows, and connecting workflows across People CoE tools and systems (e.g. Workday)
  • AI & Self-Service Literacy: Experience building or optimizing virtual agents, automated routing, or machine-learning-driven search utilities.
  • Project Management Skills: Ability to lead cross-functional global initiatives, balance competing priorities, and manage stakeholder expectations across People and IT.
  • Data & Privacy Mindset: High comfort level managing sensitive People data with a strong understanding of role-based access controls and global privacy compliance (e.g., GDPR).
  • Act as an internal process-design consultant to the broader People Team (Strategy, Business Partners, Talent Acquisition, etc.), identifying areas of significant process debt and designing scalable, automated workflows to replace manual efforts.

Skills

Required:ServiceNow HRSDKnowledge managementAI-enabled initiativesProject managementData privacy & governance

Benefits

  • discretionary annual bonus program
  • equity incentive plan
  • generous Company benefits program
  • health and wellness benefits
  • flexible time off and remote/hybrid options
  • parental leave
  • education reimbursement
  • mentorship and ERG programs
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Waymo

The World’s Most Experienced Driver

Waymo—formerly the Google self-driving car project—makes it safe and easy for people & things to get around with autonomous vehicles.

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